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How do I process a refund?

Click the “Customers” button on the top navigation page to view the Customers page.

From this view, select the Customer or to search, use the search bar to the top right and enter the Customer name, mobile, email or reference. Click the arrow to the right side to manage. This will load the Customer overview page (this can also be clicked on the Customer information line).

The main window shows details and Agreement stages as the top headings.

You will be able to see a box labelled “Last Payment”, click the “View” button to the right of it to bring up the Payment History showing all previous transactions to date.

Select the transaction you wish to refund, you will notice a box pop open to the right with Payment Details showing.

Scroll to the bottom of that box to find an icon of two little blue squares overlapping (hover over to see “Open transaction details”) and click that.

This will bring up a new window, showing all the transaction details, find and click the heading “ACTIONS” along the top.

If you are processing a full refund, scroll down to find the “REFUND” button, click it, then confirm when prompted.

If you would prefer to do a partial refund, scroll a little further down, fill out the partial refund amount, and click “APPLY PARTIAL REFUND” then confirm.

Once confirmed, scroll down slightly further and click "APPROVE FOR PROCESSING", then confirm to remove it from the queue and process now.

Note - Depending on the Payment Method used by the Customer, the time it takes to refund will vary;
- Credit/Debit card payment will take roughly 24-48 hours to be processed and appear in the Customer’s account.
- Direct Entry (via Bank Account Transfer) will take roughly 2-4 days to be processed and appear in the Customer’s account.